evaluagent is a cutting-edge Quality Assurance Software solution designed to transform how contact centers manage and improve customer interactions. Grounded in AI-powered conversation intelligence and automated QA, evaluagent enables organizations to derive precise, unbiased insights from every customer interaction across calls, chats, emails, and more. With seamless integration into your existing tech stack—including popular platforms such as Five9, Genesys, Intercom, Salesforce, and Talkdesk—evaluagent ensures a quick setup and immediate value from day one.

Key Features and Capabilities

• Automated Quality Assurance: evaluagent automates scorecards and evaluates 100% of interactions through fully customizable AI scorecards. The platform intelligently flags high-priority conversations for optional human review, maintaining a balance between automated efficiency and human oversight.
• Call Analytics and Conversation Intelligence: Utilizing machine learning and advanced call analysis, evaluagent uncovers actionable insights, helping you identify trends and predict customer experience trends with accuracy.
• Agent Performance Management: With embedded tools such as customer scoring, speech-to-text transcription, and an integrated Learning Management System (LMS), evaluagent not only evaluates performance but also supports targeted coaching and continuous agent development.
• Comprehensive Reporting and Dashboards: The intuitive user interface provides customizable dashboards and detailed reports to quickly visualize performance trends. Data can also be exported and analyzed in your preferred external Business Intelligence tools.
• Generative AI Technologies: Advanced functionalities such as AI text generation and summarization further enhance operational productivity by distilling complex data into clear, concise insights.

Designed to empower contact center teams, evaluagent eliminates the reliance on cumbersome spreadsheets and manual processes. The platform’s effortless integration provides a rapid start – often within just seven days – so that teams can focus on improving agent performance and enhancing the overall customer experience. Its transparency and responsible use of AI technology ensure that organizations maintain full control over quality management, while fostering a culture of recognition and personal development for their staff.

evaluable for contact centers globally, evaluagent is recognized for its flexibility and adaptability across multiple communication channels. Whether your focus is on enhancing operational efficiency, ensuring compliance, or driving customer satisfaction, evaluagent offers a complete quality monitoring solution that scales with your business needs.

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Alternatives to Consider

• Zoho CRM
• Freshdesk
• Scorebuddy